Vanetta Perkins
Jackson
Summary
Health Advisor experienced handling high volume of calls in fast-paced call center environments. Well-versed in answering questions, researching problems, and resolving discrepancies. Detail-oriented and personable with exceptional work ethic and passion for service.
Overview
11
11
years of professional experience
Work History
Health Concierge
Aetna
08.2024 - Current
- Assisted individuals, families and healthcare providers, regarding coverages for commercial health plans and claim processing.
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Helped members navigate enrollment process and choose appropriate options.
- Maintained full and current understanding of available plans, products and services.
- Resolved problems related to benefits, eligibility and claims.
- Resolved customer complaints using established follow-up procedures.
Customer Service Representative
Accenture
12.2023 - 05.2024
- Answer calls, chats or emails and respond all requests, requirements, concerns, questions, complaints and claims of the customer related to services rendered/to be rendered by the New Mexico Department of Human Services.
- Apply problem solving skills to resolve customer inquires and disputes, and escalated using appropriate channels when necessary.
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, card information.
- Created a new customer applications for Human Services benefits by entering customer information into a database and submitting to case workers for final review and distribution on services.
- Provided accurate information regarding, payments and available funds for CASH/SNAP clients, including reporting any suspected fraud or lost cards.
- Meet and exceed daily goals, including high call volume and appointment setting; consistently earned top survey satisfaction scores.
Small Structure Property Adjuster
American Family Insurance
03.2023 - 12.2023
- Developed advanced knowledge of insurance policies and procedures to properly adjust property losses.
- Used Xactimate to compile estimates for personal property and structure damage; prepared sketch of floor plan and roof line and entered data into Xactimate to develop line-by-line item costs of damages.
- Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss.
- Carefully reviewed claim information to verify accuracy and avert fraudulent claims. Examined claims forms and other records to determine insurance coverage.
- Followed up with insured individuals regarding premium and deductibles payments.
- Maintained contact with claimants and attorneys to determine treatment status.
- Coordinated and managed field investigations, outside engineers, contractors and cause and origin experts.
Underwriting Assistant - Interviewer I
Mutual of Omaha
09.2022 - 01.2023
- Supported underwriters in tasks related to underwriting and administration support by reviewing policy forms for accuracy prior to finalizing documents for issuance.
- Assist Underwriters in identifying potential areas of improvement within the process workflow.
- Receive, analyze and process interview requests from the underwriter and contact applicant via telephone to complete health interviews.
- Respond to customer requests via telephone and email and effectively answered questions and inquiries.
- Copied, logged and scanned supporting documentation and placed all information in client files, verifying insurance coverage for any changes.
- Contact physicians offices to obtain additional information and needed CPT/ICD 10 codes.
- Communicate effectively with applicants and internal and external team members through phone and email, demonstrating good decision making skills, communication both verbal and written and a high level of customer service.
Billing and Enrollment Specialist I
Humana Government Business / Humana Military
12.2021 - 08.2022
- Used online call tracking system to document activities and communications from members, providers and customers.
- Answer approximately 100 incoming calls daily utilizing a courteous and professional manner to collect information and identify customer needs.
- Explained features, advantages and disadvantages of various policies to promote sale of insurance plans.
- Ensured that policy requirements were fulfilled, including any necessary medical examinations and completion of appropriate forms.
- Verified and communicated effectively and professionally copays, co shares for medical visits and hospital stays.
- Utilization of various systems to update and upload need documents, including recurring credit cards, ACH/EFT and allotment forms for monthly and annual premium payments.
- Communicated effectively via telephone, email and in person with prospective customers, thoroughly explained services provided to customers and potential customers.
Dispatcher/Customer Service
Transdev
01.2019 - 10.2021
- Assisting public transportation passengers with bus route information.
- Dispatching morning para transit and public transit buses ensuring they are on schedule and assisting with any needs of the driver.
- Scheduling transportation to needed appointment for para transit passengers.
- Assisting the Operations Manager, Safety and Training Manager and Operations Analysts as needed with data input, training, schedules and reports.
- Executed company policies, procedures, and safety standards to ensure the proper cleanliness and safety of the office and equipment.
Customer Service Representative
RevClaims
12.2014 - 12.2018
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Send invoices and medical records as requested to auto insurance adjusters with verified CPT codes that correlated with services rendered for third party liability claims.
- Assisted hospitals in North Carolina on a third party basis to coordinate benefits between hospitals and motor vehicle insurance after an accident.
- Review medical records and invoices in EPIC hospital system.
- Trained new customer service representatives on the proper handling of customer inquiries.
Education
English
Jackson State University
Jackson, MS04.2012
Skills
- Microsoft Office
- Documentation review
- Conflict Resolution
- Salesforce
- Data entry proficiency
- Inbound call management
Timeline
Health Concierge
Aetna
08.2024 - Current
Customer Service Representative
Accenture
12.2023 - 05.2024
Small Structure Property Adjuster
American Family Insurance
03.2023 - 12.2023
Underwriting Assistant - Interviewer I
Mutual of Omaha
09.2022 - 01.2023
Billing and Enrollment Specialist I
Humana Government Business / Humana Military
12.2021 - 08.2022
Dispatcher/Customer Service
Transdev
01.2019 - 10.2021
Customer Service Representative
RevClaims
12.2014 - 12.2018
English
Jackson State University
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